Help desk

The "Helpdesk" application template provides you with an application that portal users with the "User" role can use to submit tickets. The tickets can be assigned to different categories such as "Hardware" or "Software". Portal users with the "Manager" role can create any additional categories for the tickets or change the categories supplied as standard. The tickets pass through different statuses during their processing. By default, these are "Open", "Assigned", "In progress" and "Completed". The editing of tickets and the corresponding status changes are carried out by portal users with the "Editor" or "Manager" role.

The following diagram represents a typical workflow for creating and editing tickets.

Actions in the portal

Creating a ticket

In the "User" role, you have access to the "Ticket" page. You can create tickets there.

First name, Last name

Your first and last name will be displayed here.

Email

Your e-mail address is displayed here if it is stored in the user master data.

You can also enter an email address manually.

Phone

The telephone number is displayed here if it is stored in the user master data.

You can also enter a phone number manually.

Categories

You can assign a category to a ticket by opening the "Category" selection list and selecting one or more categories with the mouse.

Title

Enter a meaningful title for your ticket.

Problem description

Enter problem description for your ticket.

File attachments

You can add file attachments to the ticket.

Click on SAVE after you have entered the details.

Assign tickets - Enter processor

In the "Editor" or "Manager" role, you have access to the "All tickets" page. Here you can assign tickets to yourself or to another editor (portal user with the "Editor" or "Manager" role).

Step-by-step guide

1. In the "Open" table, click on (Assign) for the ticket that you want to assign to yourself or another agent.

   

   

   The "Enter editor" dialog box is displayed.

   

   

2. Click on Assign to me if you want to assign the ticket to yourself.

   Click on Search to display all editors.

   

   

   Or

   Enter the first letters of an agent. The name is auto-completed in the Input field.

3. Select the desired agent.

4. Click on Save.

   The ticket is now displayed in the "Assigned" table.

   

   

   At the same time, the ticket is displayed on the "My tickets" page of the assigned agent.

   

   

Change agent

You can change the agent of a ticket by clicking on (change agent).

Edit tickets - Change status of a ticket

You can change the status of a ticket in the "Editor" and "Manager" roles. The following describes how to set the status of a ticket to "Completed".

Step-by-step guide

To set the status of a ticket to "Completed", proceed as follows:

1. Click on the Pencil icon (Edit) ().

   The "Ticket" dialog box is displayed.

   

   

2. Enter a text in the "Solution" input field that describes the solution for the ticket ().

3. In the "Status" selection field, select the value "Done" ().

4. click on SAVE.

Enter comment for ticket

As the creator of a ticket, you can enter comments on your tickets on the "Helpdesk" page. In the comment you can store helpful notes for processing the ticket, among other things.

As the processor of a ticket, you can enter comments relating to the processing of the ticket on the "My tickets" and "All tickets" pages.

To enter a comment on a ticket, you need to click on the ticket title.

Step-by-step guide

To enter a comment on a ticket, proceed as follows:

1. Click the title of the ticket for which you want to enter a comment.

   

   

   The "Ticket" dialog box is displayed.

   

   

2. Click on COMMENT.

   The "Comments" input field is displayed.

3. Enter the comment.

4. Click on (Save).

   

   

   You will return to the "Ticket" dialog box.

Delete comment

Step-by-step guide

To delete a comment, proceed as follows:

1. Click the title of the ticket for which you want to delete a comment.

2. Place the mouse over the comment field.

   The Pencil icon (Edit) is displayed.

   

   

3. Click on the Pencil icon (Edit).

   The comment field can be edited. The icon (delete) is displayed.

   

   

4. Click on the icon (delete).

5. Confirm the deletion process.

Add status

In the "Manager" role, you have access to the "Administration" page. You can create a new status there.

With the status, you can map the work progress of a ticket. You can create as many statuses as you like and thus define the states of a ticket as granularly as you like.

Click on the New button to create a new status.

Title

Enter a title for the status here.

ID

Enter an ID for the status here. You can use any characters for the ID.

The ID cannot be changed once it has been saved.

Sort

You can sort the different statuses by entering integers. This can be used to map the workflow that tickets go through.

Add category

In the "Manager" role, you have access to the "Administration" page. You can create new categories there. Tickets can be assigned to a category when they are entered in the portal.

Click on the New button to create a new category.

Title

Enter a title for the category that is as meaningful as possible.

ID

Provide the category with an ID. You can use any characters for the ID.

The ID cannot be changed once it has been saved.

Click on SAVE after you have entered the details.

Deleting statuses, deactivating statuses

Statuses cannot be deleted manually. They must be deactivated first. The deletion will then be carried out automatically by Intrexx.

In the "Manager" role, you can deactivate statuses on the "Administration" page.

To do this, click on the pencil icon ().

Activate the "Deactivate status" toggle switch () in the dialog window.

Delete category, deactivate category

Categories cannot be deleted manually. They must be deactivated first. The deletion will then be carried out automatically by Intrexx.

In the "Manager" role, you can deactivate categories on the "Administration" page.

To do this, click on the pencil icon ().

Activate the "Deactivate category" toggle switch () in the dialog box.

Actions in the Portal Manager

After you have imported the "Helpdesk" online application template, it appears in the Portal Manager as follows ("All tickets" page):

You can edit the application as usual. Please note that the application implements a responsive layout.

Sending e-mails

Email notification options

The application template "Helpdesk" offers the possibility to send notifications about certain status changes of a ticket via e-mail. It includes the following status changes:

• New ticket has been created

  As soon as a new ticket is created, all users with the "Editor" role receive a notification by e-mail. The "editors" are thus constantly informed about currently created or incoming tickets and can react accordingly.

• Comment has been recorded

  As soon as a new comment has been recorded, the creator and the editor of the ticket receive a notification by email.

• Ticket is resolved

  As soon as a ticket is assigned the status "Completed", the creator receives a corresponding notification by e-mail. In addition, the ticket’s current agent receives a copy of the email (cc).

Enable email notifications

The e-mail notifications are part of the "Helpdesk" application template. They are disabled by default. To be able to actively use the e-mail notifications, you must activate them in the "Processes" module.

Step-by-step guide

To enable email notifications, do the following:

1. Start the "Processes" module.

2. Open the "Helpdesk - Process" process.

   

   The "Helpdesk - Process" process with the three associated e-mail actions is displayed.

   

   • E-mail action to the editor users ()

   • E-mail action to the creator ()

   • E-mail to the creator of the ticket and the person responsible ()

3. Highlight an email action.

4. Right click on it.

   A context menu is displayed.

   

5. Select the "Activate element" option.

   The element is now active.

   

6. Repeat the process for the other email actions.

More information

• Create applications

• Application structure - Pages

• Calendar plugin

• Responsive layout

• Add a language to an application template

• Roles and permissions for applications